Help Desk Tech

Dwyer Franchising LLC; Waco (TX); Hybrid; USD 42,000 - 61,000; Full time

Benefits offered by this job

Comprehensive benefits offerings

Neighborly Benefits

Equity and bonus opportunities

Job summary

Neighborly is seeking a Help Desk Agent to support franchise-facing technology at our Texas location. You will handle first-level support for internal and external customers, document resolutions, and contribute to testing and documentation for new products.

The role emphasizes customer service, software knowledge, and professional communication. The position is full-time with a hybrid work setup at our Waco office, offering comprehensive benefits and opportunities for equity and bonuses.

Qualifications

• Excellent customer service and communication skills.
• General knowledge of Windows environments (Windows 10 or newer).
• Familiarity with web browsers and their settings.
• Strong software literacy and troubleshooting skills.
• Diagnostic and analytical abilities for software issues.
• Professional tone when communicating by phone/email/chat.
• Ability to work under pressure and meet timelines.

Responsibilities

• Respond to support requests via phone, email, or chat.
• Maintain accurate records of all requests using the ticketing system.
• Ensure issues are resolved in a timely manner according to SLA.
• Assist with testing and documentation of new products or enhancements.
• Demonstrate a proactive and collaborative approach to problem solving.

Skills

Customer Service

Windows 10+

Web browsers

Software knowledge

Diagnostic skills

Professional communication

Working under pressure

Tools

Intuit QuickBooks Online

Ticketing systems

Point-of-Sale systems

Job description

Are you looking for a placewhere you can bring your passion forsoftware and customer service? You will be responsible for first level support for all franchise facing technology in use by any of Neighborly’s franchise brands? Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your ambition to the table as we unlock new doors together, taking your career to the next level. Bring your experience and be empowered to innovate.

As a Help Desk Agent on the Zorware team, a typical day for you will include: Support all internal and external customers with product training, knowledge and expertise. Respond to support requests via phone, email or chat. Keep accurate records of all support requests, internal research and applied resolutions using the appropriate ticketing system. Insure that issues are resolved in a timely manner in accordance with SLA. Assist with testing and/or documentation of new products or enhancements. Bring your skills and be inspired to achieve success.

Required Qualifications

• Customer Service
• General knowledge of Windows Environments (Windows 10 or newer)
• General knowledge of Web browsers (Google Chrome, Microsoft Edge) and their basic settings/options
• Strong computer literacy skills with an emphasis on software knowledge and use
• Diagnostic and analytical skills for software
• Professional tone and phone/email presence, with clear communication ability
• Ability to work well under pressure to meet required timelines

Preferred Qualifications

• General knowledge of Intuit QuickBooks Online
• General knowledge of ticketing systems and documentation
• General knowledge of Point-of-Sale systems

Work Environment & Schedule

Full-time, Monday–Friday, 8:00 AM–5:00 PM CT. Some weekends will be required Hybrid work model Office location: 1010 N University Parks Drive, Waco, TX.

Competitive Pay

Commensurate with experience.

Benefits

• Comprehensive benefits offerings available through Neighborly.
• Neighborly Benefits
• Financial Benefits: Equity and bonus opportunities.

Physical Requirements

The physical demands described here are representative of those required to successfully perform the essential functions of this role. The Associate must be able to stand and sit in an office environment; see, hear, and communicate effectively; and use standard office equipment and computers. This role also requires the ability to lift and move equipment, supplies, and materials, including items weighing up to 25 pounds. The Associate is exposed to typical office working conditions. Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions. These statements are intended to describe the general nature and level of work performed and are not an exhaustive list of all responsibilities. We reserve the right to modify this job description at any time.

Equal Employment Opportunity Statement

Neighborly® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal or state law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity and encouraged to be their authentic self.

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Brand

Brand: Neighborly - USA Shared Services Neighborly is a local network of home service brands that will connect you to very specific vetted local experts. Our family of service professionals work with rigorous quality standards to repair, maintain, and enhance your home. Neighborly has been in operation since 1981. Since that time—when we started with just one brand—we’ve grown to a community of over 28 global consumer brands focused on repairing, maintaining and enhancing customers’ homes and properties. More than 40 years later, 5,500 franchise owners in six countries all over the globe now represent our service-based franchise company. Neighborly’s Family of Home Service Brands: Neighborly Aire Serv Dryer Vent Wizard Five Star Painting Glass Doctor HouseMaster Molly Maid Mosquito Joe Mr. Appliance Mr. Electric Mr. Handyman Mr. Rooter Plumbing Portland Glass Precision Door Service Rainbow Restoration Real Property Management ShelfGenie The Grounds Guys Window Genie ProTect Painters